IT L2 Operations Engineer

Who Are We?

Volkswagen Group Services is a Volkswagen Group company oriented towards working for Group companies worldwide.

We provide services in the areas of production, logistics, data engineering (IT), engineering, consulting, quality, business services, human resources, communication, and administrative and financial services. We are focused on our clients' activities and take responsibility for carrying them out on their behalf.

The Service

Volkswagen Group Services Iberia is building a new Level 2 IT Operations service for the digital products developed by TRATON R&D - vehicle connectivity, FOTA/OTA campaign management, telematics, remote diagnostics and fleet APIs - across the four brands of the group and four time zones. This is a service being created from scratch: the first team members will not inherit a running operation, they will define it. Runbooks, the incident catalogue and the ways of working are part of what this role produces.

We are looking for a Level 2 IT Operations Engineers to take second-level diagnosis and resolution for the digital products developed by TRATON R&D: vehicle connectivity, FOTA/OTA campaign management, telematics, remote diagnostics and fleet APIs.

The role sits between a Level 1 front line and Level 3 development. It takes what Level 1 cannot resolve, diagnoses it properly, and either fixes it within Level 2 scope or hands it to development as a documented, reproducible case - which is the part most organisations do badly and the part this service will be measured on.
During the ramp-up phase a large share of the work is building what does not yet exist: the systems entering the service have no runbooks, and writing them is part of the job rather than an afterthought.

Working Model

• Coverage window. 05:00 - 23:00 CET, Monday to Friday. The service does not currently operate outside this window; an extension to shift or 24/7 coverage during 2027 is under discussion and would be agreed with the team in advance.
• Rotation. The Incident Management Coordinator and the Level 2 Engineers are cross-trained on each other's seat, so that absence is absorbed inside the team.
• Team. One Service Manager, one Incident Management Coordinator and two Level 2 Engineers during ramp-up, growing as further systems enter the service.
• Language. English is the working language of the service. Spanish is the working language of the office. German is an asset with several stakeholders.

What Will Your Responsibilities Be?

• Take over incidents from Level 1 and resolve them within Level 2 scope, across connectivity, FOTA/OTA, telematics, remote diagnostics and fleet APIs.
• Diagnose across the stack: application logs, interfaces, APIs, cloud services and device-to-cloud communication.
• Execute and monitor FOTA/OTA campaigns, validating rollout and, where required, rollback.
• Escalate to Level 3 development with a documented, reproducible case - reproduction steps, logs, scope of impact and what has already been ruled out.
• Run the recurring operational tasks of the service: monitoring, health checks, batch job supervision and interface monitoring.
• Write and maintain the runbooks and work instructions for every system under service.
• Absorb the knowledge transfer from the current teams, system by system, as each wave enters the service.
• Support major incident resolution under the coordination of the Incident Management Coordinator.
• Contribute to shift-left: automate, document or push back to Level 1 whatever repeats.
• Cover the Incident Management Coordinator seat during rotation, once cross-trained.

What Requirements Are We Looking For?

Qualifications & General Experience

• Degree in computer science, telecommunications, electronic engineering or a related field - or equivalent professional experience, which we weigh equally.
• 3-5 years in Level 2 support, application operations or platform operations.
• Experience in an SLA-driven service environment.
• Experience working in an international, distributed team.

Technical Requirements

• 3-5 years in Level 2 support of cloud-hosted applications or connected products.
• AWS in daily operational use: EC2, S3, CloudWatch, IAM basics and log analysis. Certification is welcome but evidence of use matters more.
• Linux command line, and scripting in Python or Bash for diagnosis and routine automation.
• API troubleshooting: REST and JSON, request tracing, reading API and gateway logs, working with Postman or equivalent.
• SQL at diagnostic level - able to query a database to confirm or discard a hypothesis.
• Monitoring and observability tooling: CloudWatch, Grafana, Splunk, Datadog or similar.
• ITSM tooling in daily use: JIRA, Confluence and ideally ServiceNow.
• Technical writing in English - runbooks, work instructions and escalation cases.
• English B2-C1.

Nice To Have

• Degree in computer science, telecommunications, electronic engineering or a related field - or equivalent professional experience, which we weigh equally.
• 3-5 years in Level 2 support, application operations or platform operations.
• Experience in an SLA-driven service environment.
• Experience working in an international, distributed team.

Soft Skills Requirements

• Analytical and systematic. Isolates before acting. The failure mode of this role is changing three things at once and not knowing which one worked.
• Writes clearly. A handover to Level 3 is only as good as its documentation. If the case cannot be reproduced from what you wrote, it will come back.
• Autonomous. The service window holds very few people. Decisions are frequently taken alone, and the role needs someone comfortable with that rather than someone who waits.
• Comfortable with ambiguity. The systems arrive without runbooks and sometimes without a named owner. Building order out of that is the job during ramp-up, not an obstacle to it.
• Collaborative across distance. Works with four brands across four time zones, where most communication is written and asynchronous.
• Flexible on role. Willing to be cross-trained on the Incident Management Coordinator seat and to rotate between the two.
• Curious. The product scope grows as systems are added. Someone who wants to understand how the vehicle, the cloud and the campaign actually fit together will be far more effective here than someone following a script.
• Service-minded. Measured on restoring service, not on the elegance of the fix.

What We Can Offer

• 100% Remote Work Model in Spain
• Home Office Equipment Support
• Flex Work Schedule
• International Remote Work Policy
• Career Development Trainings
• Monthly Extra Allowances
• VW Group and Partnership Brands Discounts
• Employee Support Program

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